- •Е.В. Дводненко
- •Table of Contents
- •Введение
- •Section I. English for telephoning Useful vocabulary for successful telephoning in English
- •Text I. Business Telephoning Etiquette
- •The Business Etiquette of Transferring a Call
- •Appropriate greetings and endings
- •Gathering information
- •Listening skills
- •Suggesting and verifying a course of action
- •Taking notes
- •Dealing with difficult callers
- •Things to avoid when on the phone
- •Practice: Connecting
- •Messages
- •Wrong number
- •Appointments
- •Ordering
- •Text II. Business Telephoning Language
- •Practice:
- •Section II. English for meetings Useful vocabulary for successful meetings in English
- •Text I. Business Meetings Organization
- •Practice: agenda setting
- •Interruptions
- •Agreeing and disagreeing
- •Any other business (aob)
- •Text II. Business Meetings Language Etiquette
- •Practice:
- •Section III. English for negotiations Useful vocabulary for successful negotiations in English
- •Text I. The Art of Negotiations
- •Practice tricky conversations
- •Resolving difficulties
- •Asking for a pay rise
- •Difficult clients
- •Text II. Giving your personal viewpoint
- •Practice:
- •Section IV. English for presentations Useful vocabulary for successful presentations in English
- •Text I. Business Presentations & Public Speaking
- •Practice: Opening
- •Questions
- •Section V. English for business correspondence Useful vocabulary for writing business letters
- •Text I. Business Letter Etiquette
- •Practice
- •Text II. Notes on business correspondence Business Letter Contents
- •1St Check: Look at the text as a whole
- •2Nd Check: Check your text for detail
- •Marlene Leach
- •Layout of Envelopes
- •Practice
- •4. Match the beginnings and endings below and identify which letter a) is a letter of complaint, b) offers an apology, c) is an application for a job.
- •Text III. 20 Tips of Business Writing
- •Text IV. Resumes and Covering Letters
- •Summary
- •11 Tips of Success
- •Additional reading cross cultural business communication
- •Text I. What is Culture?
- •Text III. International Business Etiquette
- •Text IV. Intercultural Communication Tips
- •Text V. Cross Cultural Marketing Blunders
- •Text VI. More Results of Poor Cross Cultural Awareness
- •Text VII. Stereotypes: An Intercultural No-No
- •Involve
- •Text VIII. Business Meeting Etiquette
- •Informal Meetings
- •Text IX. Cross cultural negotiation
- •Text X. Techniques for Resolving Cross-Cultural Disputes
- •Techniques:
- •Text XI. The Business Lunch and Cultural Differences
- •Text XII. Business Card Etiquette
- •Text XIII. Cross Cultural Gift Giving Etiquette
- •Text XIV. Cross Cultural Presentations
- •Text XV. Intercultural Factors When Making International Presentations
- •Text XVI. Cross Cultural Advertising
- •Text XVII. Hurdles to Cross Cultural Business Communication
- •Text XVIII. Cultural Communication across Languages
- •Text XIX. Ten Strategies for Success Abroad
- •Text XX. Cultural Sensitivity in Business
- •Список литературы Основная
- •Дополнительная
- •Интернет-ресурсы
Messages
Imagine you work as a receptionist and you receive a call for someone who isn't there. What might the caller say, and what would you say in reply?
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The lines in the following telephone conversation are in the wrong order. Rearrange them, then try to make the dialogue of your own.
Claire: Or can I take a message?
Female: Actually, would you mind? Could you tell him that Jennifer McAndrews called and that I’m in the office all day if he could call me back.
Claire: Goodbye!
Female: Yes, it’s 5556872.
Claire: In about an hour. Can you call back later?
Female: Hello, can I speak to Adrian Hopwood, please?
Claire: Can I take your number, please?
Female: No I need to talk to Mr Hopwood, I think. What time will he be out of the
meeting?
Claire: Hello, finance department
Female: Okay, I’ll do that.
Claire: I’m afraid he’s in a meeting at the moment. Can I help?
Female: Thanks very much for your help, bye!
Claire: 5556872. Okay, I’ll make sure he gets the message.
Wrong number
If you dial the wrong number it can be confusing and embarrassing. But how do you find out that you've made a mistake? And how can you check to be sure?
Imagine you've dialed the wrong number. What might the person who answers your call say? What would you say in reply?
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The dialogues below contain nine mistakes. Read them and try to correct the mistakes. Try to make the talks of your own.
I.
Male: Hello, this is the press office.
Michelle: Rachel Allsop, please.
Male: I’m sorry, you might have the wrong number. There’s no-one of that name here.
Michelle: Oh. Can I check the number I’ve got…is there not 5568790?
Male: No, it’s 5558790.
Michelle: Oh, sorry of that. I must have connected the wrong number.
Male: No problem! Bye!
II.
Male: Hello, press office, I can help you?
Ruth: Hello. Paul Richards, please.
Male: I’m sorry, you’ve got a wrong number, but he does work here. I’ll try and put you on. In future, his direction number is 5558770.
Ruth: Did I not dial that?
Male: No, you rang 5558790.
Ruth: Oh, sorry to have trouble you.
Male: No problem. Hang on a moment and I’ll put you through to Paul’s extension.
Ruth: Thanks.